Customer Experience Manager

About us
The Ambassador Theatre Group is an extraordinary success story. Founded in 1992 in the UK, we have become the world’s number
one live theatre company; we operate iconic venues, run major ticketing platforms and produce award-winning shows. Our
mission is to bring the very best in live entertainment to the largest possible number of people.

People are at the heart of our success. We are passionate about bringing great live experiences to the widest possible audience;
about giving the world’s best creative talent the stage it deserves; and about providing our people and partners with opportunities
to realise their full potential.

Our values
In everything we do, we strive to be Ambitious, Collaborative, Passionate and Smart.
• We are ambitious and seek to exceed people’s expectations.
• We are collaborative and help each other to reach our goals.
• We are passionate about our work, our business, and our industry.
• We are smart in our quest for simple, efficient, and innovative solutions.

Corporate Social Responsibility: our priorities

• Next Generations: introducing tomorrow’s audiences to the pleasures of live entertainment, recruiting and nurturing
the next generation of industry talent.
• Inclusion: improving and promoting diversity, inclusion and well-being in the workplace.
• Sustainability: helping reduce our impact on the environment by making our business more sustainable.

A Stage for Everyone - Our Inclusion, Diversity, Equity and Access Mission Statement
Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our
differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate
about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities.
Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their
authentic selves. At ATG, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG
becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest
possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with
disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will
offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who
demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than
we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity
wherever possible.

If you’d like to discuss accessibility prior to applying, please email recruitment@theambassadors.com for a confidential
discussion.
The Customer Experience Manager Role
The Customer Experience Manager reports to the Theatre Director and Theatre Manager, and is responsible for the wider
Customer Experience team including both permanent and casual members of staff.

As Customer Experience Manager, you will lead all food and beverage operations within the theatre, acting as duty manager for
no fewer than four performances a week. Leading the customer experience team, you will take responsibility for the day to day
operations of the department, meeting and exceeding targets to deliver a profitable F&B operation. With a keen eye for detail,
you will ensure that high standards are maintained across the department and the theatre as a whole.

This role is challenging and requires an individual with tenacity, experience across retail and F&B operations; you will ensure ours
bars, bistro, VIP lounge and service standards stay ahead of the game, encouraging innovative ideas to help drive revenue. You’ll
be analytical, using data to inform decision making to further drive sales and realise untapped revenue potential. You will
successfully develop and implement strategy across the department, while leading and inspiring your team and direct reports to
deliver an outstanding customer experience.

Key responsibilities
• Line manage the Customer Experience Management team, leading on their development, monitoring their
performance, and overseeing the management of the front of house team and stock control supervisor.
• Work with the Customer Experience Team in maximising revenue and ensuring that key performance indicators (KPIs)
are achieved; including but not limited to spend per head, mystery shopper reports, payroll management and stock
control.
• Duty manage performances as requested.
• Establish strong working relationships with other venues and central departments, including strategic collaboration and
sharing best practice.
• Nurture relationships with internal teams, nurturing interdepartmental relationships and positive working with resident
and third party producers.
• Manage external merchandise for shows, working in partnership with producers and promoters
• Ensure the Front of House operation is being managed and meets the highest standards, whilst being fully compliant
with Health and Safety, Licencing, and Food Hygiene Rules and Regulations.
• Assist in developing, planning and executing marketing, advertising and promotional activities along with the Venue
Marketing and Ticketing Teams
• Manage the Customer Experience recruitment in line with company policy and rotas to ensure all shows are staffed
appropriately.
• Ensure that front of house staffing levels are appropriate to ensure optimum revenue whilst ensuring that we operate
within the cost budgets.
• Manage all stock levels and storage within the stipulated areas. Complete weekly audits of stock and oversee external
stock audits.
• Compile reports and data tracking, as well as disseminating the information to appropriate parties.
• Ensure accurate completion of daily sales documentation, stock ordering and purchase order system.
• Have a working knowledge of till systems.
• Promptly action customer and staff feedback when required, using materials such as ‘mystery shop’ reports, customer
correspondence and staff appraisals.
• Manage communication with customers regarding feedback received either in advance, during, or after their visit to
ensure our continued improvement in customer relations.
• Liaise with visiting production personnel as appropriate to ensure that their needs are met.
• Ensure ATG’s cash handling procedure is adhered to at all times and take overall responsibility for all handling and
reconciliation within the Front of House department.
• Responsible for setting the tone for the department and ensuring that the highest standards are maintained at all
times.
• Represent the Customer Experience department at key internal and external meetings.
• Ensure the FOH team are working in line with ATG’s values and embrace the fast paced nature of this innovative and
exciting venue.
• Must be target driven and be focused on exceeding financial targets.
 • In line with the venue business plan and Budget, develop strategies to ensure the venue provides a first class audience
experience.
• Monitor the progress and effectiveness of the retail concepts in line with venue KPIs and customer satisfaction, and
manage the implementation of new concepts with the Food and Beverage and venue teams.

• Review the performance and motivation of the FOH team, identifying training opportunities and maintaining a team
culture that strives for excellence.

Everyone’s responsibility
Everyone at ATG is expected to play their part in achieving our goals and upholding our core values, by:

• Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Encouraging the next generation in live entertainment by contributing to our outreach and training programmes,
including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
• Having a positive attitude to health and safety, legal and insurance requirements and take care to understand our
policies and procedures. You’ll help us uphold a positive culture around meeting our obligations.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with
others across the business. Everyone at ATG is expected to be flexible and adapt as the needs of the business change, taking on
new or different responsibilities as the need arises.

Your skills, qualities, and experience.

If you have most of the essential criteria we encourage you to apply, and welcome transferable skills from other industries or
backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.

Essential Desirable
Qualifications • IOSH or NEBOSH Certificate.
• Personal License.
• First Aid at Work.
• Food Hygiene (Level 2/3)

Experience • Experience of managing a large team in order • Experience of working in a conference

to achieve targets and KPIs and events setting.
• Understanding of financial management and • Experience of managing a largescale
budget planning. catering operation.
• Experienced in safety legislation,
implementation of safe systems and
developing safety culture.

Skills • Excellent written and oral communication. • Ability to manage and implement
• Excellent planning and organisational skills. change.
• Problem solving skills – ability to remain • Ability to effectively schedule and
flexible and calm under pressure. manage
• Excellent diplomacy and negotiation skills • large teams.
• Highly computer literate – proficient with • Ability to deal with conflict/complaints
Word, Excel and Outlook.
in an effective and approachable
• Ability to work under pressure and with a
manner
high degree of autonomy.
• Ability to develop, manage and apply systems
and procedures.
• Ability to promote and represent the
organisation.
Values • Customer service driven.
• Quality is at the heart of the job you do.
• A leader with the ability to support a large
team while delivering results.
• Committed to promoting and offering equal
opportunities.
Knowledge • Extensive knowledge of event management.
• Extensive knowledge of safety and workplace
legislation.
• Enjoys and has a passion for live theatre
and the arts.
• Committed to raising the profile of
business within the local community.
• Knowledge of the wider live
entertainment community and
associations